Genesys Cloud – Agent-initiated snippet recording

In a future release, Genesys Cloud will allow agents to manually start and stop a recording at any point during an ACD call to capture a specific portion of the conversation. Previously, Genesys Cloud relied on policy-based recording managed through quality management policies. With this enhancement, agents can click the Start Snippet Recording button in the Agent UI (see image below) during an ACD call to create a snippet recording. Snippet recordings are separate from policy-based recordings and are managed independently.

This feature is useful for organizations that must retain specific parts of a call for regulatory or compliance reasons, such as:

• Capturing required disclosures – Record statements such as mini-Miranda rights in debt collection calls.
• Recording customer agreements – Capture a customer’s verbal acceptance of terms and conditions during a sales transaction.
• Documenting emergency situations – Preserve a portion of a call that includes threats or abusive language.

Administrators can manage the administration of snippet recordings separately from policy-based recordings, including separate permission settings and lifecycle management. If you do not want agents to have access to this feature, ensure that the new permission Conversation > Recording > SnippetRecord is not granted.